Service Desk Analyst

Experience: 1 - 4 YearsLocation: Noida (Sector 126)Shifts: 5 days Office & US Shift (5 PM - 2 AM)Key Skills & Requirements:Prior experience in voice-based (International Voice Support) Service Desk supportComfortable working in a call support environmentProficient with ticketing tools (preferably ServiceNow)Working knowledge of Active Directory and RSA TokenExperience in troubleshooting VPN, Citrix, and VDI-related issuesBasic proficiency in MS Office applicationsRoles & Responsibilities:Ensure high login efficiency and availability to support customer needsHandle and resolve tickets within defined SLAs for volume and turnaround timeManage inbound calls, which constitute approximately 90% of daily tasksMaintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policiesRespond to user queries via phone, email, instant messaging, and ticketing systemsAssign incidents/work orders to relevant support teams and follow through to closureDiagnosing and resolving issues through user interaction, log analysis, research, and troubleshootingDeliver Level 1 remote desktop support and execute tasks as per SOPsDrive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection ratesUpdate work logs accurately and adhere to escalation protocols and process guidelines